The other day my boyfriend and I went to Carl's Jr. to have lunch. We were deep in conversation when we walked into the joint, so I was oblivious to the two monster kiosks that stood in front of what was once the counter area where people took your order. A flashing screen said, "Order Here". Finally, after a few minutes of standing in line and a nudge from my boyfriend telling me to look did I notice these machines.
Well, do I wait five more minutes to place my order with the only live person at the counter or do I order through the machine? I decided to try the machine out and I have to admit it was kinda fun. I picked up my change in the slot and my boyfriend then says, "Uh, oh. That means two less people with no jobs, eh?"
It made me wonder if I would prefer to have a machine take my order or some unpleasant, unhappy person who bemoans their minimum wage job take my order. I would say, neither. I want that smiley star to take my order ;)
Read more commentary on self service in the restaurant industry...
These are interesting questions. I cant tell you how excited I was when I started seeing self check-out kiosks in Albertson's and Walmart. In general, I can get in and out much faster that way and unless the machine goes wacky, it simplifies my shopping experience. I might like the same in a fast food restaurant, but it really has nothing to do with customer service and everything to do with convenience.
Posted by: Kimberlee Morrison | October 23, 2007 3:19 PM | Permalink to Comment